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What Makes Customers Mad? How Speech Analytics Helps

According to a recent study, conducted by Harris Poll on behalf of ClickSoftware, which polled 2,051 US adults, they're mad!Take a look at these stats Due to their frustrations around poor customer service: 35% of those surveyed said they have cancelled their service or stopped using that brand[...]

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Increase Customer Satisfaction With Call Quality Monitoring

When a customer calls, you want them to be satisfied with the service you're providing You know your employees, and know that most of the time that is exactly what they're delivering However, having a system in place to ensure that is happening, that customers are getting the care and attention[...]

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Call Monitoring Is A Great Way To Maintain Employee Accountability

Employees sometimes have to be monitored in order to ensure that they are following standard operating procedures, and providing quality customer service to ensure a great customer experience Although all business owners like to think that they hire only the best employees, it is never something[...]

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Speech Analytics Best Practices To Extract Key Business Insights

Often, companies see the inherent benefits of implementing a speech analytics solution, but are not totally confident that they have defined their business objectives in order to make the best use of the technology   They also don’t have a firm grasp on the best practices to follow when[...]

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Walk-in Tubs Company Uses Speech Analytics to Improve Training Programs

Recently, a company in the field of healthcare implemented our cloud-based speech analytics solution to address several key management initiatives set by the executive team Here is a topline of results Improved Script Compliance and Workforce Training - Once activated, CallFinder automatically[...]

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18 Practical Business Uses for Speech Analytics

Speech analytics technology can be used by multiple departments within a company, works among any industry imaginable, and for any size business   Here is a pretty comprehensive list of practical applications for a call recording and speech analytics solution: 1 Call driver analysis - Track why[...]

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Using Speech Analytics in Your Contact Center to Drive Sales

Let’s face it - it’s all about the Benjamins, right To ensure that your customers are happy, you can record your calls and then using speech analytics, you can search your calls to make sure your customer service agents are doing a great job Well, speech analytics can be used by many[...]

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Monitor Agent Script Compliance with Call Recording & Speech Analytics

Failure on the part of employees, whether they are in sales or customer service, to follow a mandated script or business process, often leads to issues with customer satisfaction and efficiency, and could put your business at risk, particularly if you operate in a regulated world Detailed[...]

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The Potential of Speech Analytics

Many facets of a business can benefit from a recording and speech analysis service, one that provides the ability to efficiently mine recorded conversations and capture the customer experience A recent study by the Aberdeen Group highlights several top reasons why companies are employing speech[...]

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